Glazing company want to charge for warranty replacement?

dysucker

Hi,

I have a lean to conservatory that has various issues, most are out of warranty, which is fine.

However, the glass has a 10 year warranty that is still active, on whether the hermetic seals fail.

The entire roof and at least 1 door panel has failed, and I am claiming for them citing the warranty.

The company are stating they can provide the glass FOC under warranty, but to fit it will cost me something like £700.

Since they supplied and fitted the glass, I've told them the supply and fit of any failed units should be covered by the warranty, otherwise, what's the point of having a warranty if a home owner can't have the failed glass replaced and fitted?

I'm of the assumption that I'm right that I should not have to pay anything for a warranty replacement of glass, but unsure if this is a legal right of mine. Can anybody confirm?

I've also asked them to instead refund me the cost of the panels, since I don't want to be left with another failed roof glazing in 8 years, I've no idea if my request is reasonable, but is this something I can do?

What can I do if the company continue playing hard ball on the replacement fee?

Cheers!

Luke

JJ_Egan

Your assumptions are basically wrong re warranty .

All depends upon what the warranty says it covers .May cover parts only or parts and fittings .

Warranty is an extra and not your lawful consumer rights .

[Deleted User]

Check the terms of the warranty. Remember, warranties are in addition to any rights as a consumer. 

I doubt very much they'll agree to refund the cost of the panels fully eight years after you purchased. 

vitaweat

JJ_Egan is right.

The other path you could go down is to exercise your consumer rights: that is that you could reasonably expect the panels to last longer than they did so need to be replace FOC.  8 years seems like a bit of a stretch to me but if you don't ask you don't get...

dysucker

This is what the guarantee outlines, it doesn't specifically state anything about replacements, just that it covers certain aspects of the warranty.

dysucker

vitaweat said:

JJ_Egan is right.

The other path you could go down is to exercise your consumer rights: that is that you could reasonably expect the panels to last longer than they did so need to be replace FOC.  8 years seems like a bit of a stretch to me but if you don't ask you don't get...

I think if they provide a guarantee for the glass for 10 years, I'd say that means they expect the glass to last at least 10 years.

MoneySavingNovice

Sorry, I know this is not want you want to hear,   but the installation is only covered for 5 years (clause 1.4).  So yes they are in their rights to charge for installation work,  however, that doesn't mean that you need to use their services to install the new glass.  At least that page is silent on the matter,  it might be covered on other pages.

dysucker

MoneySavingNovice said:

Sorry, I know this is not want you want to hear,   but the installation is only covered for 5 years (clause 1.4).  So yes they are in their rights to charge for installation work,  however, that doesn't mean that you need to use their services to install the new glass.  At least that page is silent on the matter,  it might be covered on other pages.

I think the guarantee as a whole doesn't make this clear.
Clause 2.2.2 suggests they're absolved of clause 1.2 if they did not install the glass. So in that combination, I'd suggest the installation of the glass is included as part of the clause in the guarantee.

Although 1.4.2 seems to suggest they can charge, but it's not clear if it's for installation fault, or component fault.

A_Lert

I think they're right.

The glass is warrantied, so they will provide replacement glass.

The labour is warrantied with a callout fee payable, but the failure of the glass isn't a labour fault, so this term isn't relevant.

However they cannot insist you use them as the installer. You can tell them you want the new glass and get someone else to fit it.

MoneySavingNovice

dysucker said:

MoneySavingNovice said:

Sorry, I know this is not want you want to hear,   but the installation is only covered for 5 years (clause 1.4).  So yes they are in their rights to charge for installation work,  however, that doesn't mean that you need to use their services to install the new glass.  At least that page is silent on the matter,  it might be covered on other pages.

I think the guarantee as a whole doesn't make this clear.
Clause 2.2.2 suggests they're absolved of clause 1.2 if they did not install the glass. So in that combination, I'd suggest the installation of the glass is included as part of the clause in the guarantee.

Although 1.4.2 seems to suggest they can charge, but it's not clear if it's for installation fault, or component fault.

Sorry I disagree.  Clause 2.2.2 is as you say, except it does not imply that installation is included as part of the glass, I think you have a logic jump which is not contained within the document.  

Clause 1.4.2. is effectively worthless to you as it doesn't specify the call-out charge...so they can charge anything they like and it would be covered here.

Sorry, I realise it not want you to want to hear if it were me I wouldn't like this either.  The only other thing I can suggest is to consult a solicitor.  Sometimes you have access to online support through insurance policies or professional organisations membership for free.

Good luck with this.